ABIGAIL MARTINEZ
Canutillo,TX
Summary
Experienced Customer Care Specialist brings 10+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
9
9
years of professional experience
Work History
Customer Care Representative
Aston Carter/ Teksystems
06.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Communicated with clients regarding account services, statements, and balances.
- Educated customers about billing, payment processing and support policies and procedures.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded to inquiries by answering telephone calls, and emails.
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Maintained compliance with labor laws by conducting thorough audits of HR practices and policies.
- Supported managers in addressing employee relations issues, providing guidance on conflict resolution techniques.
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Provided customer service to employees regarding payroll inquiries and issues.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Resolved payroll discrepancies quickly and successfully.
- Maintained strict confidentiality of all payroll information and records.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.
- Updated HRIS systems as needed to reflect benefit-related changes accurately, maintaining up-to-date records for all team members.
- Collaborated with payroll department to ensure accurate deductions related to employee benefits plans were processed correctly each pay period.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Researched and resolved billing discrepancies to enable accurate billing.
- Provided excellent customer service, developing and maintaining client relationships.
- Monitored customer accounts to identify and rectify billing issues.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
Customer Service Representative
Computer Generated Solutions, CGS
04.2023 - 06.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Demonstrated exceptional attention-to-detail when reviewing claim documentation before making eligibility decisions.
- Educated customers on proper maintenance and care practices to minimize warranty claims and improve product longevity.
- Monitored inventory levels closely, ensuring necessary parts were available for timely repairs under warranty.
- Effectively communicated complex technical information to customers, facilitating clear understanding of their warranties'' scope and limitations.
CUSTOMER CARE SPECIALIST
MERIDAN SEARCH/ VERICAST
03.2023 - 04.2023
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Provided financial solutions tailored to individual client needs, promoting long-term financial stability for customers.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Collected feedback from customers to help improve service delivery and banking processes.
- Went above and beyond with service to promote loyalty and support bank goals.
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
INTERPRETER
TRANSPERFECT
11.2020 - 01.2023
- Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
- Maintained message content, tone, and emotion as closely as possible.
- Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
- Enhanced communication between clients and non-English speakers by providing accurate translations in real-time conversations.
- Assisted in development of terminology glossaries and other resources to help grow vocabulary in source and target languages.
- Kept up-to-date with industry-specific terminology and jargon to accurately interpret technical or specialized language.
- Enabled effective communication during crisis situations, remaining calm under pressure while delivering accurate verbal translations quickly and efficiently.
- Expedited emergency response efforts, working closely with law enforcement, medical personnel, or first responders to provide immediate language support as needed.
- Facilitated communication between law enforcement personnel and individuals involved in crimes such as witnesses, persons of interest, and suspects.
- Boosted client trust in financial institutions by accurately conveying key information related to investments, banking products, or loans during consultations.
- Assisted foreign language-speaking clients with inquiries.
- Attended training programs to improve professional knowledge and interpretation skills.
CUSTOMER SERVICE REPRESENTATIVE
FEDERAL STUDENT AID
02.2019 - 10.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
CUSTOMER SERVICE
LOWE'S
07.2016 - 03.2019
- Developed a deep understanding of customer service principles and customer service best practices.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Managed multiple projects simultaneously while maintaining strict adherence to deadlines and budgets.
- Coordinated timely delivery of materials and resources to job sites, preventing delays in project timelines.
- Consulted with customers to assess needs and propose optimal solutions.
- Established long-term relationships with clients, resulting in increased repeat business.
- Identified areas for cost reduction, leading to significant savings without compromising quality.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
CUSTOMER SERVICE
ALBERTSON'S
01.2016 - 07.2016
- Provided outstanding customer service.
- Improved customer service ratings and accurately solved problems using active listening and customer service skills.
- Directed cleaning, restocking, and customer service activities.
- Operated register to provide great customer service.
CUSTOMER SERVICE
AT&T
03.2015 - 02.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
HIGH SCHOOL DIPLOMA -
NORTHWEST EARLY COLLEGE HIGHSCHOOL
Canutillo, Texas06.2014
Skills
- Customer service excellence
- Complaint documentation
- Investigate claims
- Refunds processing
- Shipping and receiving understanding
- Service upselling
- Brand representation
- Order processing
- Process transactions
- Merchandise upselling
- Member account management
- Product education
- Customer needs assessments
- Estimating
- Intrerpretation
- Translation
Personal Information
Abigail Martinez
abigailestr1994@gmail.com
(915) 243-84-35
525 Talbot Avenue Canutillo, TX 79835
My goal is to find my career. I have been doing remote employment for almost four years now since covid-19. I have been grateful for being able to stay home with my children while also provide them a better life. I have been building my skills and even now I am amazed of my journey. I would love to tell you more above is my contact information hope to hear from you soon.
Languages
Spanish
Full Professional
Timeline
Customer Care Representative
Aston Carter/ Teksystems
06.2023 - Current
Customer Service Representative
Computer Generated Solutions, CGS
04.2023 - 06.2023
CUSTOMER CARE SPECIALIST
MERIDAN SEARCH/ VERICAST
03.2023 - 04.2023
INTERPRETER
TRANSPERFECT
11.2020 - 01.2023
CUSTOMER SERVICE REPRESENTATIVE
FEDERAL STUDENT AID
02.2019 - 10.2020
CUSTOMER SERVICE
LOWE'S
07.2016 - 03.2019
CUSTOMER SERVICE
ALBERTSON'S
01.2016 - 07.2016
CUSTOMER SERVICE
AT&T
03.2015 - 02.2016
HIGH SCHOOL DIPLOMA -
NORTHWEST EARLY COLLEGE HIGHSCHOOL
Similar Profiles
Kelvin OrtizKelvin Ortiz
PTD Lotcheck Tester at Aston Carter / TekSystemsPTD Lotcheck Tester at Aston Carter / TekSystems
Jenifer SixJenifer Six
Data Entry Specialist-Contractor at Aston Carter/TEKsystemsData Entry Specialist-Contractor at Aston Carter/TEKsystems
Keiara CastroKeiara Castro
Customer Service Representative- Contract at TEKsystems (Formerly known as Aston Carter)Customer Service Representative- Contract at TEKsystems (Formerly known as Aston Carter)